Refund policy
This policy applies to purchases made directly from OxanaTozArt.
Nothing in this policy excludes or limits mandatory consumer rights.
1. READY-TO-SHIP ARTWORKS
Where a statutory or contractual withdrawal right applies, eligible ready-to-ship artworks may be returned by notifying OxanaTozArt within 14 calendar days after delivery.
No reason is required where applicable law provides a no-fault withdrawal right.
Contact oxanatozart@gmail.com before returning an artwork.
2. CANCELLATION BEFORE DISPATCH
A ready-to-ship artwork may generally be cancelled for a full refund before dispatch.
Contact OxanaTozArt as soon as possible if cancellation is required.
3. RETURN CONDITION
Returned artwork must be sent back substantially in the condition in which it was received.
The customer may inspect the work to the extent reasonably necessary to establish its nature, characteristics, condition, and appearance.
Original protective packaging should be reused wherever reasonably possible.
Any deduction for diminished value will be made only where permitted by applicable law.
4. RETURN SHIPPING
Return-shipping responsibility depends on the law applicable to the transaction.
Where mandatory law requires OxanaTozArt to bear return costs, the customer will not be charged those costs.
Where the customer may legally be responsible for direct return costs, that responsibility applies only to the extent permitted by law.
Artwork that is damaged, defective, incorrect, or otherwise non-conforming will be handled according to applicable mandatory law.
Do not return an artwork without receiving return instructions.
5. MADE-TO-ORDER, PERSONALISED AND COMMISSIONED ARTWORK
An artwork is not automatically non-returnable merely because it is painted after purchase.
However, a statutory change-of-mind right may not apply to artwork genuinely produced according to the customer's individual specifications, personal needs, or clearly personalised instructions.
This may include genuinely bespoke commissions, customer-specific dimensions outside standard options, inscriptions, or substantial customer-requested changes to subject, composition, or other material characteristics.
OxanaTozArt will rely on such an exception only where permitted by applicable law.
For separately commissioned artwork, a cancellation request may normally be made within 24 hours after purchase unless production has already begun with the customer's express agreement or different written commission terms apply.
Rights relating to defects, damage, incorrect supply, or non-conformity remain unaffected.
6. DAMAGED, INCORRECT OR NON-CONFORMING ARTWORK
If an artwork arrives damaged, is materially different from what was ordered, or has a defect for which OxanaTozArt is legally responsible, contact oxanatozart@gmail.com promptly.
Reasonable photographs or other evidence may be requested.
The remedy required by applicable law will be provided and may include repair, replacement where realistically possible, price reduction, or refund.
An identical replacement may be impossible for a one-of-a-kind artwork.
7. LOST SHIPMENTS
If a shipment is confirmed lost before delivery, OxanaTozArt will provide the remedy required by applicable law.
For a one-of-a-kind work, this will normally mean a refund.
8. REFUSED OR UNCLAIMED DELIVERIES
Refusing a shipment or failing to collect it does not automatically create a right to a full refund beyond mandatory consumer rights.
Where legally permitted, documented costs caused directly by refusal, non-collection, inaccurate address information, or failure to cooperate with customs may be deducted from an amount otherwise refundable.
9. REFUND AMOUNT
Where required by law, eligible refunds include the amount paid for the artwork and applicable standard outbound delivery charges.
Additional premium delivery costs may be excluded where permitted by law.
Government customs charges, import taxes, or independent third-party fees already paid may not be recoverable by OxanaTozArt.
10. REFUND METHOD AND TIMING
Approved refunds are normally issued using the original payment method.
Refunds will be processed within the period required by applicable law.
Where legally permitted, reimbursement may be withheld until the returned artwork is received or acceptable proof of return dispatch is provided.
Banks and payment providers may require additional processing time.
11. HOW TO MAKE A REQUEST
Email:
oxanatozart@gmail.com
Please include your name, order number, artwork title, and relevant supporting information.
Do not return an artwork until return instructions have been provided.
12. MANDATORY RIGHTS
Nothing in this policy removes or limits mandatory rights relating to withdrawal, defects, non-conformity, delivery, damage, or other consumer protections.